User Journey Map as a Method to Extrapolate User Experience Knowledge from User Generated Reviews

Perspectives in Business Informatics Research: 21st International Conference on Business Informatics Research (BIR 2022): Proceedings. Lecture Notes in Business Information Processing. Vol.462 2022
Alberts Pumpurs

User-generated product reviews are valuable information resources about what users like about the product, their pain points, and overall product use cases. This information is valuable for product developers and designers for future product improvements. This research paper discusses the user journey mapping approach for analyzing product reviews. It proposes a method for structuring large amounts of user reviews and putting them on the journey map, classifying touchpoints, pain points, and product advantages. Machine learning algorithms on Apple Earpods Max noise-canceling headphone reviews are used to classify user-generated product reviews and validate the journey map. Created journey map showed a positive potential for the given approach to make sense of large amounts of user-generated content and give quantifiable proof of a user journey map.

Keywords
User experience knowledge | User journey map | User review analysis
DOI
10.1007/978-3-031-16947-2_14
Hyperlink
https://link.springer.com/chapter/10.1007/978-3-031-16947-2_14

Pumpurs, A. User Journey Map as a Method to Extrapolate User Experience Knowledge from User Generated Reviews. In: Perspectives in Business Informatics Research: 21st International Conference on Business Informatics Research (BIR 2022): Proceedings. Lecture Notes in Business Information Processing. Vol.462, Germany, Rostock, 21-23 September, 2022. Cham: Springer, 2022, pp.205-218. ISBN 978-3-031-16946-5. e-ISBN 978-3-031-16947-2. ISSN 1865-1348. e-ISSN 1865-1356. Available from: doi:10.1007/978-3-031-16947-2_14

Publication language
English (en)